Orbit Delivery — Customer Terms of Sale
Last updated: 27 September 2026
These terms apply when you order food or drink through a shop's online ordering page powered by Orbit Delivery. Please read them before you place an order.
1. Who you are buying from
1.1 The ordering page is provided by Orbit Delivery Ltd trading as Orbit Delivery (Orbit, we, us), company number 17464514, of 2nd Floor, College House, 17 King Edwards Road, Ruislip, London, HA4 7AE.
1.2 Your contract for the food is with the shop, not with Orbit. The shop's name and address are shown at the top of the ordering page and on your order confirmation. The shop prepares your food, is responsible for its quality, ingredients and allergen information, and is the seller for the purposes of consumer law.
1.3 Orbit provides the ordering technology, processes your payment on the shop's behalf, and — where you choose delivery and the shop uses Orbit riders — arranges for a self-employed rider to bring the order to you. Orbit is responsible for the delivery service described in section 5.
2. Placing an order
2.1 You must be 18 or over to order alcohol, and you may be asked for ID on delivery. Orders containing alcohol will not be left unattended.
2.2 Choose your items, then Collection or Delivery, give your name and phone number (and, for delivery, your address), and confirm. When you press the final confirm button you are making an offer to buy. The shop accepts your order when it confirms it, which you will see on the order page and, if you gave an email address, by email. Until then the shop may decline your order — for example if an item has sold out, you are outside its delivery area, or it is closed.
2.3 Please check your order carefully before confirming, including any notes about allergies. If you have a food allergy or intolerance, contact the shop directly before ordering using the phone number on the ordering page; do not rely on notes in the order.
2.4 We may refuse or cancel orders that appear fraudulent, abusive, or placed by someone who has previously failed to pay or collect.
3. Prices and payment
3.1 All prices are in pounds sterling and include VAT where applicable. The price you pay is the price shown at the moment you confirm the order. The shop sets its own menu prices.
3.2 The total shown before you confirm includes any delivery fee (section 5) and any service or small-order charge the shop applies, each shown as a separate line. There are no other charges.
3.3 You can pay by card online or, where the shop allows it, pay the shop in cash on collection or on delivery. Cash on delivery is available only when the order is delivered by the shop's own driver or by a rider the shop has approved to carry cash; the ordering page shows whether cash is available for your order. Online card payments are processed by Stripe; we do not see or store your full card details. Your card is charged when you confirm the order.
3.4 A tip for the rider is optional. 100% of any tip goes to the rider.
4. Collection
4.1 If you choose collection, the order page shows when your order is expected to be ready. Collect it from the shop within a reasonable time of that. Orders not collected within one hour of being ready may be disposed of and are not refundable.
5. Delivery
5.1 Delivery is available only to addresses inside the shop's delivery area, which the ordering page checks from your postcode. The delivery fee is made up of the fee the shop sets for the first 2 miles (never more than £2.99) plus £1 for each extra mile, and the total is shown before you confirm. Shops may offer free delivery over a minimum order value, shown on the ordering page; this removes the shop's fee for the first 2 miles, and any charge for extra miles is still shown before you confirm.
5.2 The ordering page shows an estimated delivery time based on the shop's preparation time and the distance. Estimates are given in good faith but are not guaranteed; traffic, weather and demand can affect them. You can follow your order's progress on the order page, including the rider's location once they have collected it.
5.3 If no rider is available when you order, the order page will tell you. Your order will still be placed and cooking will begin once a rider comes online, or the shop may deliver it itself. If you would rather not wait, you can cancel under section 6 before the shop starts preparing it.
5.4 You must be available at the address you gave, with a working phone, to receive the order. If you ask for the order to be left at the door or with a neighbour, the rider will take a photo showing where it was left, and the order is treated as delivered at that point; you accept the risk of it being taken or spoiled after that.
5.5 If the rider cannot reach you or deliver the order after reasonable attempts — normally two calls and a wait of 5 minutes at the address — the order will be returned to the shop, treated as delivered, and no refund will be given.
5.6 Riders are self-employed and are not employees of Orbit or the shop. Please treat them courteously.
6. Changing or cancelling an order
6.1 You can cancel a delivery or collection order free of charge until the shop confirms it has started preparing your food. The order page shows this status. To cancel, use the cancel button on the order page or call the shop.
6.2 After preparation has started, food is made specifically for you and cannot be cancelled or returned, and you will be charged in full. This reflects the exception in the Consumer Contracts Regulations 2013 for goods that are perishable or made to your specification.
6.3 To change an order after confirming, call the shop directly; changes are at the shop's discretion.
7. If something goes wrong
7.1 If your order is wrong, missing items, damaged, or of unsatisfactory quality, contact the shop within 24 hours using the phone number on the order page, and keep the food and packaging if you can. Under the Consumer Rights Act 2015 you are entitled to a refund, replacement or price reduction for items that are not as described or not of satisfactory quality. The shop will decide whether to refund, replace or redeliver, and refunds are made to the original payment method within 5–10 working days.
7.2 If the problem is with the delivery — for example the order was delivered very late, to the wrong address, or the rider behaved badly — contact us at support@orbitdelivery.co.uk with your order number and we will investigate with the rider and the shop.
7.3 If your order is cancelled by the shop or by us after you have paid, you will be refunded in full.
8. Your account and your details
8.1 You do not need an account to order. To make re-ordering quicker, the ordering page remembers your details and recent orders on your own device only; you can clear them in your browser at any time.
8.2 Your name, phone number and address are shared with the shop and, for delivery orders, with the rider so they can fulfil your order. See our Privacy Policy at orbitdelivery.co.uk/privacy for full details of how we use your data.
9. Liability
9.1 Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law, and nothing affects your statutory rights as a consumer.
9.2 The shop is responsible for the food, including its safety, quality, description and allergen information. Orbit is responsible for the ordering platform and the delivery service, and is not liable for the food itself.
9.3 Neither the shop nor Orbit is liable for delays or failures caused by events outside our reasonable control (severe weather, road closures, power or network failure), for losses that were not foreseeable when you ordered, or for business losses.
9.4 Orbit's total liability to you in connection with any order is limited to the amount you paid for that order, except where the law does not allow that limit.
10. General
10.1 These terms are governed by the law of England and Wales. You can bring a claim in the courts of England and Wales, or of Scotland or Northern Ireland if you live there.
10.2 If you have a complaint you have not been able to resolve with the shop or with us, you may be able to use an alternative dispute resolution provider; we will tell you if we are members of one. You can also get advice from Citizens Advice (citizensadvice.org.uk).
10.3 We may update these terms from time to time. The version shown on the ordering page when you place an order is the one that applies to that order.
Orbit Delivery Ltd trading as Orbit Delivery 2nd Floor, College House, 17 King Edwards Road, Ruislip, London, HA4 7AE · support@orbitdelivery.co.uk · orbitdelivery.co.uk